Customer Support Representative

LOCATION: AHMEDABAD, INDIA

The Malbek Customer Support Representative is responsible for ensuring continued customer satisfaction by performing technical support duties, managing client issues to resolution, enabling customers to use new features and promoting adoption of the Malbek solution. The ideal candidate has a passion for helping customers and approaches each situation with empathy and success-focused mindset. Prefer local Ahmedabad vicinity candidates. If you are out of state, clearly indicate if you are planning to relocate to Ahmedabad.
 

KEY RESPONSIBILITIES:

  • Daily management and analysis of customer support tickets, developing necessary actions to resolve issues with highest levels of customer satisfaction.
  • Troubleshoot reported issues and conduct root-cause analysis; determine if an issue is a defect, configuration, or training issue.
  • Work with development team as required to prioritize and resolve customer support tickets.
  • Provide consultative advice and configuration support to customers seeking guidance on new features or handling new requirements; ability to advise when consulting services are necessary.
  • Contribute to online help content and internal knowledge base.
  • Collaborate with other Customer Experience team members to understand complex implementations and how to best support the customer’s implementation.
  • Contribute to internal testing activities to support product releases.
    • Manage product feedback from customers; ability to articulate the use case and requirement to Product Management.
  • Contribute to Support metrics management of CSAT, CES, and NPS, including reacting to customer survey data and collaborating with internal and external teams on improvements.
  • Collaborate with the CSM or Account Manager to provide support ticket data for customer health checks.
  • Provide product enablement or configuration assistance to customers as part of the support process and customer success initiatives.
  • Collaborate with internal stakeholders to ensure obstacles to success are known and resolved in a timely manner.
  • Assist customers with using beta and newly released proprietary Malbek features and integration connectors.
  • Duties may also include contributing to Malbek Partner network support and hosting customer-facing “lunch and learn” webinars.
  • Off hours support flexibility required, including weekend support on rotation.

IDEAL CANDIDATE SKILLS:

  • Excellent written and oral communication skills, across multiple channels, including email, chat, phone, and web.
  • Proven analytical background, with good technical aptitude; ability to communicate technical information to non-technical users.
  • Customer success focused mindset.
  • 2-4 years’ experience in software implementation or technical support role.
  • Previous CLM (Contract Lifecycle Management) experience a plus.
  • Experience with customer support platforms such as Zendesk and DevOps tools such as Azure DevOps or Jira.
  • Highly proficient in MS Word; advanced Word skills highly desired.
  • Experience with UI and API integration to web applications.
  • Detail-oriented and inquisitive, curious, self-motivated.
  • Team player and positive attitude even in times of stress or conflict.
  • Extremely organized with strong time-management skills.
  • Excellent problem solving and critical thinking skills.

Experience required: 2-4 years

 

To apply for this position, please complete the form on this page and attach your resume.